IT Customer Support Specialist 2

Edgewater Federal Solutions is seeking an IT Customer Support Specialist to support a major national laboratory. As an IT Customer Support Specialist, you will serve as a primary point of contact for users experiencing technical issues related to authentication and access on Laboratory networks. This is a customer-facing position that requires strong communication skills, technical expertise, and a commitment to delivering exceptional service in support of the Laboratory's mission.

Provide front-line support for user authentication issues, including login problems, credential management, and access to Laboratory systems.
• Deliver timely resolution of technical problems or escalate complex issues to appropriate technical teams.
• Maintain clear and consistent communication with customers, including case status updates and resolution timelines.
• Generate and distribute weekly reports on credential usage statistics to management and stakeholders.
• Develop and maintain strong working relationships with internal customers to ensure high levels of satisfaction.
• Create, document, and implement standard operating procedures and customer service guidelines for credential issuance support.
• Apply broad technical experience and professional judgment to resolve complex issues creatively and effectively.
• Exercise significant judgement in determining objectives and methods for new assignments and improving workflows.

• 5 years of demonstrated experience in customer-facing IT support roles, particularly in authentication and access management.
• U.S. Citizenship is required per contract. Must possess an Active Q clearance or Top Secret clearance
• Experience with incident management systems and applications.
• Basic computer and application literacy (Microsoft Office, Collaboration & Communication tools and File Management).
• Strong problem-solving skills and the ability to work independently in a fast-paced environment.
• Excellent written and verbal communication skills.
• Experience with documenting procedures and generating technical reports.
• Proven ability to manage multiple priorities and provide timely updates to stakeholders.
• Operate with minimal supervision and may coordinate the activities of other support personnel.

Desired:

• Certifications in IT support, cybersecurity, or related fields.
• Degree in computer science or IT related field

About Us:

Edgewater Federal Solutions is a privately held government contracting firm located in Frederick, MD. The company was founded in 2002 with the vision of being highly recognized and admired for supporting customer missions through employee empowerment, exceptional services and timely delivery. Edgewater Federal Solutions is ISO 9001, 20000-1, 270001 certified, appraised at CMMI Level 3 Maturity for Development and Services, and has been named in the Top Workplaces in the Greater Washington Area Small Companies for 2018 through 2025.

It has been and continues to be the policy of Edgewater Federal Solutions to provide equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, national origin, age, disability, marital status, veteran status, and/or other statuses protected by applicable law.